Filter Jobs

Experience:

2 years required

Skills:

Excel, Customer Relationship Management (CRM), English

Job type:

Full-time

• Support DHL Customer Satisfaction Program (ICCC+) including: Analysis of Voice of Customer (compliments, customer delighters, areas of improvement).
• Work with all functions to identify and implement improvement actions and initiatives based on customer feedback.
• Lead communication on customer feedback and improvement actions.
• Manage daily ICCC+ activities (data uploads, call performance, 2nd call requests).
• Train and coach all ICCC+ 1st callers, 2nd callers and 9 journey & 25 moment of truth.
• Review submitted 2nd calls and work with respective functions to drive feedback resolution quality.
• Lead projects to expand ICCC+ coverage.
• Make ICCC+ 1st calls.
• Support other DHL Continuous Improvement Program (First Choice) activities e.g. Promote First Choice awareness, GEMBAs to deliver best-in-class service levels and customer experience, etc.
• Support other Quality activities e.g. internal audits for process compliance.
• Support other GoGreen activities as necessary.
• Bachelor Degree or Higher in any field.
• 2-3 years of experience, preferably within service business, airline, transportation or logistics industry.
• Substantial experience in customer service within a call center environment along with experience in complaint and claims handling in a service environment.
• Experience in Quality improvement roles.
• Analytical skills and problem-solving skills.
• Good command of English (Both of Spoken & Written).
• Proficiency in Excel and other analytical tools.